You may not realize it, but your mindset plays a crucial role in your customer service. It can make the difference between repeat sales and customers that never want to do business with you again. Here are three key ways your customer service is affected by your mindset:
1. How you approach customers
Have you ever checked out a big chain store with a cashier that didn’t talk to you? As a customer, you sensed the cashier was only serving you to make money. It probably didn’t make you feel great.
Contrast that experience with a cashier that pauses to look you in the eye and greet you. She may ask about your day or offer to help you if you didn’t find everything you were looking for. That’s good customer service and it starts with a willingness to serve the customer.
2. How you handle conflict
Customers that feel wronged will talk about their experience to anyone who will listen. Since profits can come down to word-of-mouth referrals, this can seriously damage your business.
An example of a business owner with a negative mindset – do you often feel annoyed by questions your customers ask you? Do you secretly wish you could ignore customer service (and the customer) altogether and just get on with the sale? But with a positive mindset in place, you’ll listen to what your customer is saying, validate their feelings, then offer a solution that works for both of you.
3. How you follow up
A sale isn’t the end of the customer service experience. It’s only the beginning. Smart business owners follow up with their customers after purchases. They ask if there were any problems with the transaction and double-check that their customers have everything they need.
Mindset plays a huge role in how you handle customer service. If you have a positive mindset, your customers are more likely to enjoy their experience with your product or services.